Overview
Four ways we cover your phone
Softwave Communications is a phone coverage partner for small and mid-sized businesses. We answer in your company name, after hours or during the hours you choose, and the four offers below can be combined or used on their own.
Whichever mix you choose, the process is the same: we learn how you talk to customers, we handle the call, and you get the caller, the booking or the notes back in a form you can act on.
Inbound and live answering
When your phone rings and your team is on a job, in a chair or already on another line, the call still gets answered. We pick up in your company name, work through the questions you want asked, capture the caller’s details, and either route the call to you, book it into your calendar or pass it on as a written summary. New enquiries get the same treatment as existing customers, and you decide what counts as urgent enough to reach you straight away. Think of it as inbound call center services sized for a small business.
Outbound and appointment follow-up
Most lost work is not a missing lead, it is a lead nobody called back. We work your own lists — quotes waiting on an answer, no-shows, cancellations and past customers due for another visit — and make the follow-up calls you never get around to. Every attempt is logged, every outcome comes back to you, and we stay inside the calling windows and consent rules you set. We do not buy or supply lead lists.
Customer support
Support work is the part of the phone that quietly eats your day: order and job status, rescheduling, billing questions, warranty checks and the calls that simply need a human to explain something. We handle those end to end against the answers you give us, escalate anything outside the script to the right person on your side, and keep a record of what customers are actually calling about. Where you want it, the same coverage extends to email, SMS and web chat.
Virtual receptionist
Our virtual receptionist service is a live person, not a bot: we greet callers in your company name, transfer calls to the right person, take complete messages, and book appointments into your calendar. It gives a small business a staffed front desk without adding a hire, on the same published plans as everything else we do.
An outsourced call center alternative for small businesses
Is Softwave Communications a call center? We work like a small outsourced call center for small businesses: scripted agents in your company name, without a big call center queue. You get outsourced call center services for small business on published plans from $29/mo, with no contract.
Additional coverage
After-hours, Tier-1 support, and dispatch
Three more ways Softwave Communications covers your phone for Windsor and Hartford-area teams. Each page has its own script, hours, and escalation path.
After-hours & weekends
Evening and weekend answering with emergency triage for contractors, field service, and property managers.
Order tracking & Tier-1
Order status, warranty checks, and CRM updates in your name — including Zendesk, Shopify, and HubSpot when you grant access.
Dispatch & rescheduling
Live dispatch intake, cancellations, and appointment moves against the calendars you share.
How we work
- We build the script and the qualifying questions with you before any call is answered.
- 24/7 live answering, or only the hours you choose, agreed in writing up front.
- You get notes or a summary after every conversation, and simple monthly reporting on volume and outcomes.
Practical how-tos on scripts, after-hours calls, and missed calls are in our guides for local businesses.